Fees A Solution---?
Innovative players are striving to use their treasure trove of information to move customers up the value chain instead of letting them walk out the door.
Capital One Financial Corp. of Falls Church, Va., is an acknowledged master of tiering, offering more than 6,000 credit cards and up to 20,000 permutations of other products, from phone cards to insurance.
- That range lets the company match clients with someone who has appropriate expertise. ''We look at every single customer contact as an opportunity to make an unprofitable customer profitable or make a profitable customer more profitable,'' says Marge Connelly, senior vice-president for domestic card operations.